Jobs at PEG Africa

The Position

PEG operates 3 subsidiaries in Francophone and Anglophone West Africa covering nearly 1000 full time and commission based staff, selling thousands of products per month to underserved customers. PEG is expanding beyond its traditional PAYGO product lines into bigger solar systems and solar water pumps, which are higher-value and not PAYGO-enabled. This requires us to rethink how to assess customers’ affordability and how to define customers’ repayment framework, incentives. The ideal candidate is someone able to build solid foundations from scratch, being comfortable with challenging the status quo and thinking out of the box on how the future should look like.

Responsibilities Include:

• Support the development of all the new products credit-related country guidelines and support countries credit teams to translate these into local policies and processes

• Lead the implementation, monitoring and assessments of pilots in order to identify the PEG way of doing non-PAYGO lease financing

• Collaborate with other departments. (Sales, Customer service, Operations) in order to find common grounds on their role in supporting the roll-out of these new products

• Execute Credit Risk policies and procedures including call-scripts, performance    monitoring and team management

• Understand repayment behavior of customers through qualitative and quantitative analysis

• Work with third parties to explore collaborations within the credit space in Ghana market

• Financial planning for all Credit departments needs, budget control and always ensuring financial viability of all the CX departments strategies

• Determine Credit risk operational strategies and implement them to ensure credit  portfolio quality through adequate team productivity 

• Accomplish credit teams human resource needs 

The successful candidate must have:

• 5+ years senior-­level experience in credit risk management, preferably in a related industry such asset finance, banking or  MFIs

• Proven ability to build and manage a professional credit risk team and support functions, in a comparable industry 

• Experience in the development and management of reports-based credit risk analysis Have great analytical skills

• Educated in a related field, such as business administration, credit risk or financial management

• Capacity to innovate creating processes and structures that support delivery of credit strategies

• Ability to work efficiently in a high demand, team oriented environment.  

• Ability to assimilate customer feedback and lead planning and execution of high level risk management strategies

• Knowledge of the local business environment, particularly in financial services, and market cycles

• Excellent computer literacy, communication and analytical skills 

• Affinity towards entrepreneurship

• Outstanding people skills with the ability to fully delegate and manage by output

• Strong analytical and critical thinking skills – experience in FP&A, M&E or Product Management a plus.

• Natural ability to multitask and prioritize, plan and execute

• Optimization of credit management processes

• English fluency, French will be an added advantage  

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The Position 

PEG has grown from 12 employees in Ghana, to 400+ employees across Ghana and Ivory Coast in the last two years.  In addition to this, we have 200+ commission based sales agents, 40+ service centers in Ghana, and over a dozen investors and grantors. We are seeking an exceptional, experienced leader, with a long-term career interest in development and finance, and the ability to lead effectively in a fast-paced environment. As part of a rapidly growing organization, We are looking for a dedicated individual to Help drive boost in sales by managing Direct Sales Representatives and Sales Force Managers.

Responsibilities Include:

• Determine customer service team operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews 

• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs;

• Plan and execute surveys (NPS, etc..) to assess the end to end experience of internal and external customers and use these to drive transformation across the company on processes and policies

• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Execute customer service policies and procedures including call-scripts, performance    monitoring and team schedules

• Manage growth of professional team: estimated +30 customer care representatives and 2 Customer Care Managers 

• Financial planning for all departments needs, budget control and always ensuring financial viability of all the CX departments strategies

The successful candidate must have:

• 5+ years high-­level experience in customer care, preferably in a related industry such financial, mobile­‐money or other commission based product/service in West Africa.  

• Proven ability to build and manage a professional customer care team and support functions, in a comparable industry.  

• Experience in the development and management of reports-based customer analysis.  

• Educated in a related field, such as business administration, customer service or marketing. 

• Capacity to innovate creating processes and structures in customer team.  

• Ability to work efficiently in a high demand, team oriented environment.  

• Ability to assimilate customer feedback and lead planning and execution of high level customer-facing strategies.  

• Knowledge of the local business environment, particularly in financial services, mobile money or telecoms industries.  

• Excellent computer literacy, communication and analytical skills.  

• Affinity towards entrepreneurship, understanding potential benefits of mobile technology to low‐income people.  

• English fluency, French will be an added advantage.